3 Major Problems in the Fido contract at HGS

Ashton Deroy writes: Hey guys, so the last review I wrote on Google was for HGS where I was employed from May 6th 2019 – June 17th 2019. Unlike the review which focused on problems with the employer & company that outsources customer care. This article is going to focus on the issues with Fido as a company. This article will not reveal confidential client information, aim to hurt operations of the telecom company or be used to make HGS seem like an unappealing vendor to other organizations.

To start Fido is a company with a lot of issues. This is a company Trust Pilot rates as a 1-star bad company. As an ex-employee of an outsourcer, my remark is, “No kidding.” The company has been poorly handling customer communications, it blatantly disregards ethics in both call center operations and at sales vendors & lastly the automation practices of the company come off as inconsiderate cash grabs.

First off let us talk about Fido poorly handling customer communications. Say you are with Fido & you happen to be a senior. You have become used to receiving and paying a paper bill. Now you just stop receiving a bill. You don’t know how much you owe, you don’t really understand what happened & now all the sudden you are being made to register Fido.ca to view your bill. The Fido.ca point will be touched on later in this article as well because it is apart of their automation problem. This practice is nothing more than negligence and as a customer service rep, I think Fido shares the blame with certain delinquent customers for using poor business communications practices and being sneaky in their executions.

Secondly, Fido is blatantly disregarding ethics. What is the overage rate for Fido Pulse plans? $10 for 100mb. National Post goes as far as to claim 47% of Canadians go over their data cap. Cellphone bills are also generally criticized as being 24%- 27% cheaper in the United States. Want to know the real kicker? Fido has no ethical way to prove beyond a shadow of a doubt to a reasonable person that you used the data we claimed on a bill. It is the truth because in order to prove your data overages we would need permission to see what applications, browser pages &, etc use what data. That means we would need to totally surveil your phone. Data usage is an inexact science and it needs to be thrown out of use by cellphone companies! Fido, in particular, deserves the blame in this case for continuing to use outdated practices after the introduction of Shock free Data by Koodo & Unlimited Data by Bell Mobility and Rogers Communications.

Lastly, let us talk about harmful and disgusting automation practices. What is wrong with this company? Now just for taking a bill payment over the phone customers have to pay a $10 account handling fee. It is disgusting! Why does Fido do this? So they can encourage customers to make payments on Fido.ca or the interactive voice system. Therefore not requiring the interaction of any kind to accept payment. Here is the gross part. I speculate they want this practice to work because Fido wants to eliminate customer checks and balances which lead to conversations like usage disputes. It is my feeling Fido is acting in such a way to punish customers for not simply laying down and agreeing to pay over inflated bills.

I want to conclude by also stating there is plenty more wrong with Fido. They still continue to practice high-pressure sales tactics by enforcing agent stats such as MRC (Monthly recurring costs.) They also force agents to make sales offers with their Telli system and make customers wait hellish amounts of time to speak with supervisors for consistent billing issues. There was also an incident where I worked for Fido where a man scammed his mother by having his device balance placed on her account. The sales representative also participated in this. Never the less to conclude Fido was terrible to work for & it is terrible to be a customer of. They poorly communicate with their customers, they disregard ethics & they are automating payment practices to selfishly eliminate cost disputes and fair billing practices. If you ask me I hope this company goes out of business before 2030.

Have a concern with this post? SMS Ashton Deroy at 647-850-6802. I take your concerns seriously while maintaining this article is an execution of my own free speech.

 

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s